Hello, we have a Telekom PBX (NetPhone) and use Snom desk phones (300/320) from the previous PBX (NATJA). A telecom employee has now restarted services from the PBX and since then CTI+ (CTI-Plus) no longer works on some Snom phones. So the NetPone client does not connect to the Snom phone anymore. 

According to the Telekom employee, the error code 482 "Loop Detected" is displayed in the NetPhone PBX on the affected phones and thinks that the problem should be with the phone.

When trying to update the firmware of the affected Snom phones (version snom320-SIP 7.3.14 14953), the error code 500 "Server Internal Error" is displayed in the log.

Is it possible that the desk phones have been provisioned by NATJA and the updates are therefore failing?

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David Brown

End user

Joined: 14.06.2022

4 Comments

  1. SnomGianmaria Tononi

    Jun 14, 2022

    Hi,

    Regarding the firmware, that error could mean that the phone is unable to reach the server firmware: that is either due to some provisioning which isn't using the URL you are passing down manually for example, or to the phone unable to reach our server for some reason (network or firewall).

    The best thing would be to try and reset the phone and try a local upgrade, the latest firmware can be found in the URL below

    https://service.snom.com/download/attachments/45154453/snom320-8.7.5.35-SIP-f.bin?version=1&modificationDate=1597336091477&api=v2

    About the 482 "Loop Detected" issue, that usually happens when the server sees a reply and thinks it's coming from the server itself.

    Not much to do on these old phones unfortunately, you can try if the firmware upgrade will allow you to use that feature but if it doesn't I am afraid there isn't much we can do, the Snom 300 and 320 were declared End Of Life in 2018 and we cannot offer support anymore (Snom products lifecycle).

    Thank you

  2. End userDavid Brown

    Jun 14, 2022

    Hallo Gianmaria,

    Thank you very much for your helpful reply.

    We also suspected that the phone might not be able to reach the URL. However, we can download the firmware via the link without any problems.

    How can we perform a local upgrade with the downloaded firmware (snom320-8.7.5.35-SIP-f.bin)? (We have not been able to do this so far).

    Thank you.

  3. SnomGianmaria Tononi

    Jun 14, 2022

    Hi,

    You can just use a local http server, upload the file there and then feed the URL to the phone.

    Or you may be able to perform an upgrade and reset as shown here Updating the firmware, recovery via Network, that will delete all the configuration (and can be done with any http/tftp firmware, the one in the guidelines is just an example).

    Not sure if that option is available on the firmware they are currently using to be honest but it may be worth a try.

    Thank you

  4. End userDavid Brown

    Jun 15, 2022

    Hello Gianmaria,

    uploading the firmware to our FTP server and then updating the phone from the FTP server worked.

    However, the firmware provided via link is apparently too new and causes strange characters on the phone display. We will try again with an older version.

    Thank you very much.
    David